A disturbing trend has emerged as many American cities have consolidated their dispatching and communications functions and invested in new technologies. Namely, the primary understanding of the role of communications in the fire service is being diminished and, in some cities, lost. Several key factors are involved: persons not knowledgeable about fire department needs making decisions about fire department communications systems; new technology that doesn’t put the customer (the fire department) first; and fire department leadership that does not stand up for the needs of the department, firefighters, and dispatchers

http://www.fireengineering.com/display_article/361523/25/none/none/Depar/Sometimes-Technology-Is-Not-the-Answer